Job Description

Our client is based in North West Brits district. They are currently seeking a IT Service Desk Supervisor to join their team.IT Service Desk Supervisor Group ServicesOVERALL PURPOSE OF JOB: To assist and support the IT SD Coordinator in overseeing the entire Service desk staff compliment, including the monitoring, tracking, and coordinating Service desk functions. To monitor day-to-day support evaluations and escalate to IT SD Coordinator when applicable, including all Service desk processes and procedures related to the identification, prioritisation, and resolution of end-user incidents, requests and problems. To provide first and second-line support primarily within the remote support environment while maintaining a high level of customer satisfaction that meets the Service Level Agreement targets. GENERAL TASKS
-Call ManagementoEstablish and enforce the Service Desks service level agreements in consultation withBusiness andoIT strategic objectives to establish incident and request resolution expectations andtimeframesoCoordinate and manage the processing of incoming calls to the Service Desk via bothtelephone and e-mail to ensure courteous, timely, and effective resolution of end-user issuesoEffective call management via the applicable call management tool within the contractualservice level agreements considering call acceptance, repair times, resolve times, journalentries, on hold and pending call statuses, call priorities and call closures.oEnsuring that the Service desk analysts response and repair times are kept within theparameters set in the SLAoEscalation and assignment of calls to the appropriate resolution groupsoFollowing standard procedures for proper escalation of unresolved issues to the appropriateinternal teams and managementoExtensive knowledge, understanding and adherence to vendor Service level agreementspertaining to support proceduresoEffective communication to the team, management and client in terms of call statuses,problem management, downtime and resolutionsoEnsure the timeous expediting of all internal IT, third party vendor and internal support calls
-Incident, problem management and Request fulfillmentoIdentifying problems and bringing them to the appropriate resolution teams attentionwithin the communication standards, with sufficient lead time to avert crises.oAnalyse performance of Help Desk activities and documented resolutions while, identifyingproblem areasoEnsure that the identification and resolution of problems are attended to, the quality andservices to the customer are carried out timeously and effectively taking ownership ofproblems until a resolution is achieved.oCollaborate with other IT service departments to identify improvements required
-Reporting and administrative functionsoProvision of call management information for reporting purposesoPerforming administrative functions including the administration of procedures andconfiguration documentation, diagrams and reporting

Twiga Consulting